Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the initial engineering point of contact for customers experiencing issues with their GPU cluster.

• Take ownership of support tickets from the first response to resolution, including post-escalation follow-ups.

• Manage the Service Level Agreement (SLA) timeline, initial responses, severity classifications, and commitment to responses.

• Reproduce issues and collect pertinent logs and configuration data.

• Assess whether issues stem from Hyperbolic or the service provider.

• Troubleshoot access and configuration issues in the customer environment, including SSH keys, NFS mounts, storage, quotas, security groups, containers, drivers, billing, and account matters.

• Implement established runbooks and create new ones for newly resolved issues.

• Update customer-facing documentation and maintain the internal knowledge base.

• Collaborate with fellow engineers while maintaining accountability for escalated matters.

• Participate in an on-call rotation for urgent issues.

• Strive for potential advancement into a Forward Deployed Engineer position.

⛳️ Requirements

• Extensive experience with Linux and daily operations in the Command Line Interface (CLI).

• Experience managing tickets with a response SLA in cloud, hosting, or infrastructure support environments.

• Strong foundational knowledge in networking and storage, including SSH, NFS and mounts, DNS, firewalls, and security groups.

• Familiarity with GPU workloads, including nvidia-smi, drivers, CUDA, and containers.

• Ability to communicate clearly and quickly in writing under time constraints.

• Sound judgment regarding the limits of personal knowledge, with a tendency to escalate issues early while providing a comprehensive overview.

• Comfortable working across different time zones and participating in an on-call rotation for critical issues.

• Experience with ticketing and on-call management tools such as Zendesk, Linear, PagerDuty, or similar platforms.

• Proficiency in scripting with bash or Python to automate repetitive tasks.

• Exposure to Slurm, Kubernetes, or Docker in a multi-tenant setup.

• Background in GPU cloud, High-Performance Computing (HPC), or a hardware-related support organization.

• Legally authorized to work in the United States.

• No specific educational credentials are required.

🏝️ Benefits

• Equal opportunity employer.

• Supportive and inclusive environment for all employees.

• Opportunity to intentionally develop a pathway toward a Forward Deployed Engineer role.